Visual Call Manager

Visual Call Manager (VCM)

Visual Call Manager (VCM) enables companies to utilize the power of Computer Telephony Integration (CTI) beyond their receptionist and Call Center Agents, by extending CTI functionality to every computer desktop throughout their organization. The result is an improvement in overall communications throughout an organization using a familiar and easy-to-use Graphical User Interface (GUI).

VCM changes the rules

Developed exclusively for Nortel Networks Norstar and Business Communications Manager (BCM) Telephone Systems, Visual Call Manager comes equipped with an impressive line-up of call handling and inter-office communication features.

Visual Call Manager provides all the functionality of ConverTec’s CALL Link™ product (screen-pop, outbound dialing) and adds visual call control, text messaging, message notification, and unlimited speed dials all via a user-friendly desktop interface. Instead of using the telephone, employees can perform all their call-handling functions through their PCs and not wasting time switching back and forth between computers and phones. This allows them to stay focused and improve their productivity.

Included with VCM is a powerful managerial tool called CALL Auditor. CALL Auditor will enable the enterprise manager to more effectively manage his or her telecommunication facilities by quickly and easily producing reports based upon all telephone calls in and out of an office. Examples of a few reports are the number of long distance calls made by a particular extension in a given time, or the number of calls transferred from reception to customer service.

VCM integrates to many popular contact managers such as Outlook, ACT!, Maximizer, Goldmine and more, providing both screen pop’s to incoming calls in addition to outbound dialing. Having this information readily available will allow your employees to greet customers by name, resulting in greater caller satisfaction and improved call efficiency.

With VCM, calls are answered by a simple mouse click. Caller ID functions are displayed on-screen, along with the status of all extensions allowing for more rapid and accurate call handling. Other call controls such as placing calls on hold, parking, camping and paging is as simple as the click of a mouse. Transferring calls is easily performed by dragging and dropping the call to the desired extension or by pointing and clicking the transfer button and the desired extension button.

Enhancing the use of information

With Visual Call Manager, messaging is handled quickly and efficiently through the “Text Message” screen, which allows the receptionist and all users to enter messages electronically on screen and broadcast to one or more users. This powerful feature ensures that your messages are delivered on time, accelerating the movement of vital information.

Message Notification allows employees to enter up-to date status information about themselves. This message will automatically appear on all VCM user interfaces allowing your receptionist and all VCM users to be better informed and make more effective decisions. For example, a sales representative who is attending a trade show could have “Attending trade show, returning 1st Dec.” displayed on his or her extension button, informing all VCM users of his/her status.

For frequently dialed numbers, Visual Call Manager allows all employees to access virtually an unlimited number of speed dials from their PC, saving time and ensuring the accuracy of call attempts.

There is no learning curve to Visual Call Manager because it mimics the basic functionality of the telephone. The VCM user interface can be easily customized and updated by an administrator with respect to departments, extensions and speed dials which are immediately broadcast to all users, drastically reducing the amount of administration time.

A Superior Performer
Visual Call Manager is a Nortel Networks Compatible Product. VCM underwent extensive testing in Nortel Networks laboratory ensuring the integration to both the Norstar and Business Communications (BCM) phone systems is flawless.